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AVP, Business Line Customer Contact Center
Voya Financial
Windsor, CT, United States
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PROFILE SUMMARY
This leadership role is responsible for the successful operation of the Retirement Participant call center function in Windsor, CT, Des Moines IA, and remote workforce. Leading by example creating a positive, energized work environment, this position will provide strategic planning, program development and operational effectiveness to achieve department goals and objectives.
PROFILE DESCRIPTION
• Manage and implement policies, procedures, and an operating structure to ensure call center efficiency by meeting or exceeding all key KPI, Customer Satisfaction and Quality targets.
• Participate and oversee the hiring process, training programs, and workforce development to ensure a positive, productive environment.
• Challenge the current state and make a compelling case for change and drive continuous improvement to achieve future goals.
• Present and participate, as an active member of the senior leadership team, in decisions affecting the overall direction and strategy for Enterprise Contact Centers. Provide recommendations on key operational metrics, business indicators and operational effectiveness.
• Cultivate internal, external client and field organization relationships.
• Develop close working partnerships with others throughout the organization, and establish strong and credible relationships with key stakeholders in the business and across the enterprise.
• Represent the Retirement Participant Call Center in meetings with major clients. Prepare and deliver presentations to existing and prospective clients.
• Maintain in-depth knowledge of the industry and the department’s operations policies, guidelines, systems, products and services.
• Some travel required within US.
KNOWLEDGE & EXPERIENCE
• BS/BA degree or equivalent experience, 10 -15 years of experience in a call center or financial services product area with client relationship experience with 8 years of leadership/management experience with high impact, multiple priorities.
• Series 6 and 26 licenses required
• Excellent communication skills and organizational intelligence; ability to successfully communicate a vision and key objectives at all levels and operate effectively within a matrix environment.
• Ability to operate strategically and execute tactical results through others.
• Demonstrated ability to champion change and drive results in a Continuous Improvement (CI) environment.
• Ability to influence and negotiate with senior levels in the organization and external clients.
• Positive customer focused attitude with a desire to exceed customer expectations, as well as develop team members.
• Exceptional analytical and problem solving skills. Demonstrated ability to assess data and metrics, identify root causes, and make strategic decisions to improve organizational effectiveness.
• Thorough knowledge in people management, strategic thinking, and conflict management, skills.
Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture:
• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
Learn more about Critical Skills.